IT Helpdesk
Professional Preface
Highly Successful Customer Service Professional with More than 5 years of Experience
Seeking for an opportunity to benefit an IT Department with complex technical knowledge and strong time management skills. Possess excellent communication, strong problem solving, research and analytical skills with demonstrated abilities in requirements gathering and zest to learn new things quickly and efficiently.
Key Skills
- Proven experience in customer service, Highly Reliable with conflict resolution and Dispute Management skills.
- Demonstrated Ability to deal with wide range of stakeholders. Including internal departments and contractors.
- Proven track record of information gathering and logging issues via Service Desk Plus(SDP).
- A self-starter with hands on Experience in different application software (Oracle, Citrix, Share point, Microsoft Office, and Windows).
- Passionate to learn new technologies and tools that helps to make software applications efficient.
- Experience using Active Directory for creating, managing and removing user accounts.
- Well acquainted with the S/W Development Life Cycle (SDLC) & S/W Testing Life Cycle (STLC).
- Great Interpersonal skills – team player, influential, courteous, cooperative, positive attitude.
- Involved in preparing Test Cases, Test Data and Executing Test Cases.
- Good knowledge of DNS, DHCP and Windows Servers.
- Troubleshooting of Printers, Windows 7/10 OS, various Skype For Bussiness related issues and other IT equipment.
- Experience using various tools such as SCCM, TightVNC and Team Viewer for remote
troubleshooting of Windows/Apple computers.
- Ability to handle multiple tasks and solves customer queries efficiently and effectively.
- Pro-Active with great decision making and highly developed problem-solving skills.
- Ability to work under pressure and give Quality Excellent service Experience.
Education and General Achievements
- Masters of Computer Applications
- Masters of Information Technology
- Professional Year ICT
- Diploma of Leadership and Management
- Academic award for High Distinction
Employment Scan
1. Coles Group (Mar 2019 - Till Current, 8 Months)
Job Title - Customer service Representative (Team Member Level 1)
Roles and responsibilities
- Providing proactive service to customers through effective communications and time management skills.
- Complying with Coles Group's Code of Conduct.
- Engage in sales to provide appropriate products to meet customer requirements, merchandising and stock management.
- Supporting Manager in day-to-day store operations.
- Resolving customer complaints.
2. SUDS Laundrette ( Jul 2017 - Mar 2019, 1 Year and 8 Months)
Job Title - Manager
Roles and responsibilities
- Using Cleancloudapp to login the details of the customers, processing their orders and perform all the financial duties.
- Attending phone calls from customers and handling their queries in a timely and professional manner.
- Maintain customer satisfaction by responding promptly and resolving their issues.
- Providing training to team members and preparing the reports for the use of staff members.
- Generating Monthly invoices for the customers and communicating with them via emails, calls regaring payments and any inequiry.
- Troubleshooting printer, and application related issues.
- Building a positive relationship with each customer.
3. Yooralla (Apr 2016 - Jun 2017, 1 year and 2 months)
Job Title - ICT Help Desk Support
Roles and responsibilities
- Creating new users in AD and removing the disabled accounts.
- Deployment of new computers and upgrading the Operating System on old computers on regular basis using SCCM.
- Creating and managing logon scripts, group policies and security groups in order to provide network folders and application access.
- Troubleshooting of issues related to Citrix using Citrix XenApp Console.
- Level 1 troubleshooting of wide range of issues related to computers, printers, phone
- systems and other technical equipment in person as well as remotely.
- Perform password resets for customers as per the job requests.
- Managing Skype for Business Response Groups and user accounts.
- Troubleshooting of Skype for Business related issues and escalating the major issues to Telstra for further investigation.
- Answering customer calls and logging the jobs in Service Desk Plus accordingly.
- Pick-up jobs in Service Desk Plus (SDP) and ensure a timely resolution.
- Setting up the technical equipment for staff training and providing technical assistance during the training.
- Worked in a team for Windows XP rollout project and upgrading the computers to Windows 10.
- Communicating with customers in a professional manner via email and phone and sending quotes regarding the purchase of new equipment.
- Keeping a record of the IT equipment in stock and order new equipment according to the requests.
- Worked in a fast-paced Dynamic Environment and achieved excellent customer service at the same time.
- Utilising company’s Software systems effectively and efficiently e.g. Confluence, Service Desk Plus and extensive use of Microsoft Office tools (Word, Excel and Outlook).
- Updated the knowledge base of the company.
- Consistently providing excellent customer Service and showing excellent written and Oral Communication Skills.
4. Ranbaxy Laboratories (Dec 2012 - Jul 2013, 8 Months) Job Title: IT Trainee (full time)
Ranbaxy Laboratories is an Indian multinational pharmaceuticals company
Roles and responsibilities
- Developed project plans using HTML, CSS and the application of project management methodologies, principles and techniques, including Work Breakdown Structure.
- Updating Payroll system on Excel.
- Generated reports for the company.
Professional Membership
- Associate Member of Australian Computer Society Aug 2015 – Current
Interests
- Playing badminton with friends on weekends
- Listening to music and reading books
- Learn about new technologies using various resources